Team Lead, Customer Journey

3 weeks ago

Montréal, Canada Cogeco Connexion Inc Full time

Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.

Time Type:
Régulier

Job Description:
:
As the Customer Journey Team Lead at Cogeco, you will play a critical role in leading your team to deliver various seamless personalised and frictionless customer journeys and creating roadmaps that will ultimately improve the experiences that our customers have with us at key moments and drive customer loyalty, advocacy and business growth.
- You will be responsible for effectively managing a team to deliver projects/programs on schedule, working collaboratively with multiple internal teams. You will serve as a mentor and coach to your team and foster a collaborative working environment.
- Reporting to the Director - Brand, value prop. & Media performance and working closely with our business partners and the rest of the team, you will support your team to drive a deep understanding of what customers are trying to accomplish and how our current experience delivers against these needs by leveraging data driven-insights and technology.
- You will also be responsible to improve the performance of the current customer journey approach where each phase of the customer journey (learn, buy, get, pay, use, support) is monitored and analysed to identify business opportunities/frictions to improve the customer experience. You will have under your responsibilities to analyse the product journeys and identify how Cogeco can prevent future frictions or improve the customer experience.
- With your strategic direction and your team, you will propose a quarterly/annual planning and tactical execution that will help reach your objectives of performance/KPI. You will contribute to the success of Cogeco of by prioritising your projects, making decisions based on data and KPIs and securing funding and organisational support for these strategies as required.
- It is a temporary role for 15 months
- KEY RESPONSIBILITIESLead a team of highly skilled marketing professionals while supporting their professional and developmental growth plans.-
Develop a deep understanding of customers’ needs and goals in order to facilitate seamless and successful experiences across products, channels and touchpoints.-
Determine the priorities and KPIs of the team to increase the performance of the business-
Define current and future state experiences through the lens of the customer, including the steps they take towards accomplishing their goals, the friction points (and their causes) along the way, and moments of truth.-
Identify and resolve experience gaps between current state and future state experiences and be able to bridge people, process, policy and technology to prioritize improvement initiatives based on customer and/or business impact and deliver future state experiences.-
Partner with Data Driven Marketing to create data-backed and insights-driven customer segments and personas to be used throughout the design process and to target our customer improvements.-
Work closely with all segments of the business and support functions to re-orient thinking around customer problems to be solved and to connect the dots and tell the story of the customers experience with us and the most critical improvement opportunities-
Leverage design thinking methodologies to drive customer needs-based ideation and collaboration.-
Occasionally lead short-term pilot programs to improve customer experiences and measure the impact of those improvements-
Establish yourself and your team as a customer advocate and trusted advisor across all departments and levels of seniority. In doing so, elevate the influence and impact of the customer journey team.-
Support the product marketing when they need to improve a customer journey with new features/products. Make sure that the changes will improve the NPS-
Provide critical program updates, timelines, milestones and decisions-
Develop and present operations reports and scorecards that highlight results and key stories for the leadership team.-
Collaboratively prepare and deliver presentations for senior leadership teams-
Create and maintain detailed road maps and project plans inclusive of key deliverables, project interdependencies, gaps, and risks.-
Effectively manage project plans and scope via project cross functional weekly/monthly touchpoints and clear and concise project reporting.- At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflect the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that

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